Casino770 - Shocking customer service

RESOLVED
nathan25291 United Kingdom
posted on November 8, 2012.

I originally signed up for Casino770 when I saw it advertised as having a £10 no deposit bonus. I played through the 30x wagering requirements and won about £160.

However, when I tried to withdraw the money though I was told on the live chat I had to make a deposit first and then I would be able to withdraw the money on to that card. I then made a £30 deposit (the minimum possible) and was credited with another £30 bonus which prevented me withdrawing any money.

I contacted them and asked to have the bonus removed (as I had not used it) so I could withdraw the money. I was then told that I now had to wager £900 to withdraw any of my money as the bonus could not be removed! I said that was shocking and they had misled me put they kept saying it was all in the t&cs.

This argument pursued for ages before I eventually couldn't take any more and as I had actually only lost £30 I just stuck it on autoplay expecting to lose all my money.

When I returned I actually still had £100 left which I then attempted to withdraw, but kept being met by a "withdrawal processing error". I phoned them up and asked for them to process my withdrawal but I kept being told I had probably not wagered enough even though that shows up with a different message saying you haven't met the wagering requirements.

I have now been waiting for 2 days for them to get back to me with an update as I still can't withdraw my money.

I'm not sure if they are actually crooked or just massively incompetent but I would advise to stay well clear if you still want to have your sanity!

posted on November 12, 2012.

Dear Nathan,

We assure you that we have disabled the bonus option for your casino account, as you previously requested during your phone conversation with one of our operators.

Please be reminded that you benefited from the 10 GBP welcome offer on 05.11.2012. Moreover, your player account has been automatically credited with a 30 GBP bonus corresponding to the 100% first deposit promotion, as stated on our Promotions page:

"As a new member, we will automatically give you a 100% bonus on your first deposit (up to £/€/$200 and additional 20% on any sum over this amount). Your bonus will be automatically credited to your account when you make your deposit."

According to our General Conditions, a minimum deposit of £30 must be registered and the wagering requirements of the bonuses pending in your balance must be met in order to withdraw.

Here is a reminder of these terms:

“6.3. Casino770 offers many free bonuses, such as welcome bonuses, loyalty bonuses, account reactivation bonuses and many more, which allow you to play without making a deposit beforehand. However Casino770 would like to notify you that you can only withdraw the amounts won from this bonus after you have made a minimum deposit of £30. You will also need to wager a minimum of 30x bonus playthrough before withdrawing.”

“6.4 A player cannot register a withdrawal request unless the playthrough of the bonus received has been completed.”

In addition to this, we noticed that you have successfully managed to submit a withdrawal request, which has been already validated by our payment agent on your credit card.

For any further questions or concerns, please do not hesitate to contact our Customer Service.

AskGamblers
posted on June 20, 2015.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.
We have been informed by the casino management that your payment was successfully processed. Please confirm.

AskGamblers
posted on June 24, 2015.

@nathan25291,
It's a nice practice to confirm if your complaint is resolved or not, thank you.

nathan25291 United Kingdom
posted on June 25, 2015.

This is resolved, thanks.